Claim Operations Analyst

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

About the Role

Under moderate supervision, this position partners with claim professionals and leadership to ensure accurate financial controls and compliance with financial standards. Performs underlying financial controls, assists with validations or audits, and serves as a subject matter expert to Claim Centers on operational services, processes, and workflows. Analyzes financial information to assist business decision-making, facilitates training, mentors peers, and assists with new hire selection through peer interviewing. Travelers offers a hybrid work location model designed to support flexibility.

Responsibilities

• Financial Controls and Assessments: Performs underlying financial controls and assists with validations or audits. Analyzes compliance reviews to validate the effectiveness of financial controls, identifies trends, and communicates findings to business partners (finance, product, field leadership). Interprets and applies product workflow changes to financial reviews. Participates in, presents, and explains reviews and trending analyses during audits with business and external auditors. Assesses the reasonableness of audited data, identifies discrepancies, and validates data against regulatory standards. Reviews controls against state regulatory requirements, often requiring research.
• Data and Information Management: Compiles accurate records from multiple sources and manages information. Uses research to determine appropriate sources. Creates and analyzes periodic ad hoc reports based on business needs using management information data. Updates data discrepancies identified in reports and systems. Completes budget analysis to identify trends in allocated and unallocated expenses. Reviews operational workflows, documents findings, and provides recommended solutions for improvement.
• Claim Operational Service and Partnerships: Serves as a subject matter expert to Claim Centers on operational services, processes, and logistics/workflows. Leads short-term and long-term projects related to Claim Center operations. Collaborates with peers locally and nationally to share knowledge on financial control processes and operational workflows.
• Team Engagement: Serves as a peer coach and mentor to Operations Specialists, providing feedback to management on developmental skill gaps and training needs. Provides input on hiring Operations Specialists and Analysts. Assists with onboarding and orientation of new staff. Develops workflow resources and training materials/guides. Serves as a resource on new processes for Operations Specialists. May serve as a member of the Enterprise Response Team or Immediate Response Team programs and may hold applicable state adjuster licenses.
• Claim Payments and Expense Processing: Ensures proper handling of financial transactions, including claim payments, outside vendor invoices, attorney expenses, and medical processing fees. Processes and documents returned/voided checks and credits, ensuring timeliness and accuracy.
• Performs other duties as assigned.

Requirements

• High School Diploma or GED.
• Two years of business experience with a customer service focus.
• Experience performing data analysis.
• Prior claim handling experience strongly preferred.
• Demonstrated ability to partner with others.
• Experience gathering, interpreting, and analyzing data.
• Proficiency with computer technology such as Microsoft Office, email, web-enabled applications, and database software. Expertise in Excel is strongly preferred.

Qualifications

• Accountability: Takes ownership and responsibility for actions, outcomes, performance, and results.
• Analytical Thinking: Ability to analyze, synthesize, and compare information to understand issues and explore alternative solutions.
• Change Management/Resilience: Ability to remain energized and focused in the face of ambiguity, change, or strenuous demands.
• Judgement/Decision Making: Ability to exercise sound judgment, make decisions, and commit to a position.
• Relationship Management: Ability to build, foster, and maintain productive working relationships to meet goals and achieve results.

Pay

The annual base salary range for this position is $57,900.00 - $95,600.00. The actual salary will be determined by factors including scope, complexity, location, skills, education, training, credentials, and experience. Employees are also eligible for performance-based cash incentive awards as part of our comprehensive compensation and benefits program.

Benefits

• Health Insurance: Coverage available from the first day of employment for employees and their eligible family members, including spouses, domestic partners, and children.
• Retirement: Travelers matches 401(k) contributions dollar-for-dollar up to the first 5% of eligible pay, subject to an annual maximum. Eligible for the Paying it Forward Savings Program, where Travelers makes an annual contribution into your 401(k) account when you make a payment toward your student loan. Also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: Access to tools, discounts, and resources to support wellness goals and caregiving needs. Includes mental health program access with free professional counseling services, health coaching, and other resources.
• Volunteer Encouragement: Matching Gift and Volunteer Rewards program to support charitable contributions and community involvement.